Federal Government to Sanction Airlines Over Delayed Ticket Refunds
The Federal Government, through the Nigerian Civil Aviation Authority (NCAA) has announced its readiness to impose sanctions on airlines that fail to adhere to ticket refund timelines. The move, aimed at protecting passenger rights, was disclosed by the NCAA’s Director of Public Affairs and Consumer Protection, Mr. Michael Achimugu, in a statement issued on Tuesday in Abuja.
Achimugu highlighted that refund compliance remains a cornerstone of the NCAA’s consumer protection agenda. He explained that airlines are required to refund cash purchases immediately, while electronic payments, including those made via mobile apps and internet banking, must be refunded within 14 days. Failure to meet these timelines will attract immediate penalties under Part 19 of the NCAA Regulations 2023.
The director cited a recent case involving Air Peace, which exceeded the stipulated refund timeframe, prompting the NCAA to demand swift compliance. He said the incident underscored the need for stricter enforcement to address non-compliance and protect consumers.
Over the past year, the NCAA has collaborated with airlines to enhance passenger experiences and resolve operational challenges. Achimugu noted that while most airlines have shown responsiveness, the era of leniency is over, and stricter measures are now in place to ensure accountability.
Achimugu urged airlines to view compliance as an opportunity to rebuild trust with passengers. He described refunds as “low-hanging fruits” that require efficient handling, emphasizing the NCAA’s efforts to facilitate full refunds and rebates for passengers in the past.
The director commended the efforts of Aviation and Aerospace Development Minister Festus Keyamo and NCAA Acting Director General Capt. Chris Najomo for advancing the sector. He praised their commitment to implementing the Minister’s five-point agenda and the 2024 Action Plan, which focus on improving the ease of doing business and supporting domestic carriers.
Achimugu reaffirmed the NCAA’s commitment to enforcing regulations and urged passengers to report cases of non-compliance. He also highlighted the Consumer Protection Department’s efforts to raise awareness and support operators in adhering to best practices.
